Yajuvendra K.

I help SaaS and subscription businesses cut churn and get customers live faster, with onboarding, health-scoring and renewal systems that run without heroics. 20+ years leading customer success and service operations: 1M+ subscribers, #1 service quality ranking in India (Dish TV / d2h), and onboarding + retention systems for a SaaS platform serving 300+ marketing agencies. WHAT I CAN DO FOR YOU 1. Onboarding & activation Customer journey maps, onboarding SOPs, activation checklists and follow-up cadences that cut time-to-value and stop "how does this work?" tickets. 2. Churn & retention Customer health reviews, churn root-cause diagnosis, severity-zone playbooks, renewal workflows and at-risk account queues. 3. Customer Success operations Ticket priority and SLA design, escalation management, TAT tracking, KPI scorecards, weekly review cadence and CS team structure. 4. Fractional CS / Ops lead Part-time leadership for founders and teams that need structure, without a full-time hire. RECENT RESULTS (see my portfolio) - Health review of 281 SaaS accounts: flagged 54 at-risk renewals and traced churn to its root causes - 8-module Rapid Activation onboarding: a fully working platform in about 4.5 hours - Service circle moved from bottom 3 to top 3 of 24 within one year - 95% customer retention and 40%+ market share across a 1M-subscriber network - 40 new service centres live in 3 months during a 6-state merger, with zero customer disruption TOOLS CRM and helpdesk platforms, white-label SaaS / funnel and automation platforms, WhatsApp Business API workflows, and Excel / Google Sheets dashboards and trackers. HOW I WORK Week 1: I audit your onboarding, tickets and renewals and give you a prioritized fix plan. Then: I build the SOPs, playbooks, dashboards and automations, and hand them over so your team owns them. With a formal background in psychology, I design customer journeys around how customers actually behave, not just what the process says. Send me your current churn rate or your onboarding steps, and I'll tell you the first 3 fixes I'd make.